Airport Representative Officer

Sarova Hotels & Resorts is a prominent hospitality group known for its commitment to exceptional guest experiences. Sarova Imperial Hotel, a part of this group, upholds these high standards.

The Airport Representative Officer at Sarova Imperial Hotel, based in Nairobi, will serve as the hotel's ambassador at Kisumu International Airport. This role is crucial for ensuring a seamless and welcoming experience for all guests upon arrival and departure. Key responsibilities include managing airport transfers, monitoring flight schedules, assisting with luggage, and providing comprehensive information about hotel services and local attractions. The officer will also be responsible for effective coordination with airport authorities, airlines, transport providers, and internal hotel departments to facilitate smooth guest movement and promptly resolve any issues, thereby maintaining Sarova's reputation for outstanding hospitality.

1. Greet arriving and departing guests with professionalism and courtesy.
2. Coordinate and manage guest airport transfers, ensuring punctuality.
3. Monitor flight schedules and communicate any changes (delays, cancellations) to the hotel and transport team.
4. Provide personalized assistance and escort VIPs, groups, and individual guests.
5. Collaborate with airport authorities, airline staff, transport providers, and hotel departments for smooth guest movement.
6. Help guests with luggage and offer information on hotel facilities, services, and local attractions.
7. Address guest concerns promptly and professionally, escalating issues when necessary.
8. Maintain accurate records of airport transfers, guest arrivals, departures, and daily activities.
9. Ensure all transportation arrangements adhere to the hotel’s service standards.
10. Consistently deliver memorable guest experiences and uphold the hotel’s brand values.

1. Hold a Diploma or Bachelor’s degree in Hospitality Management, Tourism Management, Customer Service, or a related field.
2. Possess at least 2 years of experience in a hotel, airport, airline, travel, or tourism environment.
3. Demonstrate excellent verbal and written communication skills in English; knowledge of additional foreign languages is beneficial.
4. Exhibit strong interpersonal and customer service abilities.
5. Have good knowledge of airport operations and Kisumu airport procedures (an advantage).
6. Be proficient in Microsoft Office applications.
7. Be able to work flexible shifts, including weekends and public holidays.
8. Possess a valid Certificate of Good Conduct.
9. Display high integrity, reliability, and attention to detail.
10. Show exceptional customer service orientation.
11. Possess strong planning and organizational skills.
12. Be able to remain calm under pressure.
13. Be a team player with a positive attitude.